Genesys Cloud CX Engineer – Omnichannel & Integrations

Forward Financing LLC; Boston, Northern (MA, KY); Hybrid; USD 95,000 - 150,000; Full time

Job summary

Forward Financing is seeking a Genesys Systems Engineer to support and optimize the company's contact center platform. You will work with cross-functional teams to translate business needs into routing, IVR, and omnichannel solutions across voice, SMS, and email.

Responsibilities include maintaining the Genesys platform, configuring routing, and collaborating with Salesforce for seamless integrations. Flexible work location and hours are available to fit your needs.

Qualifications

• 2-4 years in a telecom role such as a Genesys Administrator or Engineer (Genesys Cloud CX preferred).
• Solid expertise in Genesys routing, basic API integrations, and omnichannel capabilities.
• Familiar with SMS/email campaigns and autodialer management.
• Strong telecom concepts including WebRTC, provisioning, edge/trunk configuration, and carrier routing.
• Experience collaborating with stakeholders to translate requirements into technical designs.

Responsibilities

• Provide support and assist in maintaining the Genesys contact center platform.
• Configure, manage, and optimize routing, IVR, and omnichannel workflows.
• Support omnichannel setup integrating SMS, Voice, and Email.
• Develop understanding of Genesys flow logic for ongoing enhancements.
• Implement scalable features to improve customer and agent experience.
• Gather requirements from stakeholders and translate into technical designs.
• Troubleshoot incidents and support long-term system health and stability.
• Monitor performance and integrations with CRM and third-party tools.
• Collaborate with Salesforce team on co-development.

Skills

Genesys Cloud CX

Routing & IVR

Omnichannel

API Integrations

Salesforce

Tools

Genesys Platform

CRM Integrations

WebRTC Troubleshooting

Job description

Forward Financing is seeking a Genesys Systems Engineer to support and optimize the company's contact center platform. You will work with cross-functional teams to translate business needs into routing, IVR, and omnichannel solutions across voice, SMS, and email.

Responsibilities include maintaining the Genesys platform, configuring routing, and collaborating with Salesforce for seamless integrations. Flexible work location and hours are available to fit your needs.